Customer or Client Services

Description

Overview of Vendor Requirements:

1. Quick customer response but ensure the agents follow the appropriate steps based on different category. 
2. The steps should guide them through the process and it needs to be done with limited clicks.
3. Identify common scenarios and escalate appropriately.
4. Evaluate agent interactions with clients.
5. Identify key clients.
6. Auto Priortize rules.
7. Agent answers and makes calls from within Salesforce.
8. Agent evaluation of recorded calls.
9. Ensure escalations based on SLA and milestones.

Technology

1. Salesforce Service Cloud
2. Salesforce Sales Cloud
3. Salesforce Surveys
4. RingCentral
5. Omnichannel
6. Executive Dashboard
7. Agent Dashboard
8. Salesforce Chat Bot